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Team Lead, Results Delivery

Location: 

Houston, TX, US, 77010

Req ID:  79448
Facility:  One Houston Center-Lyo
Department:  O&P Customer Centricity
Division:  Global Olefins & Polyolefins

LyondellBasell

Basic Function

The Results Delivery Analyst will help direct and manage the overall Customer Centricity program, initiatives, and overall ‘Results Delivery’ office for the Customer & Commercial Excellence (CCE) Team by being responsible for the following:  

  • Create and execute plans and strategies to engage and inspire employees and leaders across the enterprise to shift the culture and become customer centric
  • Design and deploy strategic communications to ensure employees and leaders alike are aware and inspired to become more customer centric
  • Design and deploy strategies and approaches to identify and mitigate potential risks to the program
  • Support corporate communications and other key stakeholders in driving customer experience (CX) priorities
  • Ensure steady flow and strategic placement of CX content in relevant meetings, town halls

Roles & Responsibilities

  • Develop and maintain the overall CX roadmap
  • Develop and deploy the change management plan and tactics to drive awareness and adoption of Customer Experience and Net Promoter system
  • Support a behavior change program for executives and leaders
  • Support the CX lead and the Net Promoter System lead in identifying and resolving training, coaching and upskilling needs
  • Collaboratively develop comprehensive and strategic stakeholder-driven, communications strategy synergizing all customer focused activities to increase awareness; enhance understanding, drive engagement, and reinforce change management objectives
  • Coordinate results delivery and change management efforts across business units and regions, ensure capability transfer and best practice sharing; working with the CX Champions and other business partner
  • Be the subject matter expert on customer communications and coordinate information-sharing to relevant communications stakeholders
  • Work closely with CX lead, other relevant stakeholder to ensure the right KPI are in place and that they are communicated with the correct intent and link to overall CX ambition
  • Support other CX change management and results delivery needs as they arise

Qualifications

  • Bachelor’s Degree of equivalent required. Degree in Business, Communications or Social Sciences, preferred. MBA preferred. 
  • 5+ years of experience developing and implementing change management and results delivery programs required. 
  • Communications experience required 
  • 2+ years in a customer facing commercial enablement role (sales, account management, technical sales, marketing etc.) for a chemical and industrial organization preferred.
    #LI-MK2 | #LI-Hybrid
     

Competencies

Builds effective teams
Collaborates
Cultivates innovation
Customer focus
Demonstrates courage
Drives results
Ensures accountability
Instills trust and exemplifies integrity

LyondellBasell (NYSE: LYB) is one of the largest plastics, chemicals and refining companies in the world. Driven by its employees around the globe, LyondellBasell produces materials and products that are key to advancing solutions to modern challenges like enhancing food safety through lightweight and flexible packaging, protecting the purity of water supplies through stronger and more versatile pipes, improving the safety, comfort and fuel efficiency of many of the cars and trucks on the road, and ensuring the safe and effective functionality in electronics and appliances. LyondellBasell sells products into more than 100 countries and is the world's largest producer of polypropylene compounds and the largest licensor of polyolefin technologies. In 2022, LyondellBasell was named to Fortune Magazine's list of the "World's Most Admired Companies" for the fifth consecutive year.

 

We have the potential — and responsibility — to use this scale and reach to make a positive impact across our value chains. That’s why we are working to make meaningful progress to address some of the world’s most pressing challenges such as reducing plastic waste in the environment, helping to mitigate climate change and contributing to a thriving society for our employees, the communities where we operate and the people who depend on our products. To learn more, click here.


Nearest Major Market: Houston

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